Technical Support CSR
Technical Support CSR
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Job Description
The Product Consultant is responsible for providing high quality customer care to create a positive experience for consumers. This role requires the ability to work in a fastpaced environment that entails the management of inbound calls emails from customers when they have product and warranty questions.
This is a remote role. Regular hours are Monday through Friday 8am 5pm EST.
RESPONSIBLIITIES:
- Enhance Consumer Experience: Deliver an exceptional consumer experience that fosters positive unsolicited word of mouth promotion for FBIN products.
- Product and Technical Support: Handle inbound consumer calls to troubleshoot and resolve product or technical issues. Identify the root cause of issues and communicate the most effective solutions ensuring consumer satisfaction.
- Leverage Technology for Support: Utilize available technology to assist consumers in identifying products explaining resolutions and providing technical guidance on repair installation and the use of service kits or products.
- Resolve Sensitive Issues: Manage challenging or sensitive consumer situations with professionalism working towards solutions that benefit both the consumer and FBIN.
- Maintain Professionalism: Ensure composure and professionalism in all interactions even in highpressure or complex situations.
- Meet Performance Standards: Consistently achieve daily targets related to call quality call management productivity and adherence to operational processes and procedures.
- Accurate RecordKeeping: Document consumer demographics product details and troubleshooting steps accurately as required by company protocols.
- Adaptability and Flexibility: Perform additional duties or special assignments as needed to support team goals and operational requirements.
Qualifications :
BASIC QUALIFICATIONS:
- High School diploma or equivalent required.
- 2 years experience in a contact center or other fastpaced customer service environment required.
- Minimum of 6 months of demonstrated performance as Associate Product Consultant
- Incumbent must meet internet speed requirements pass background and drug tests have a safe and secure workspace and follow departments Temote Work Policy
- Excellent professional communication skills required both verbal and written
- Proficient PC skills with an emphasis on Microsoft Office suite including Outlook and Microsoft Word experience with Microsoft Teams
- Demonstrated ability to thrive in a work environment that demands highlevel focus low mobility and high observation
- Possess the ability to maintain a positive approach to the business demonstrating flexibility and teamwork
PREFERRED QUALIFICATIONS:
- Associates or Bachelors degree is preferred
- Prior ERP (SAP Oracle etc. experience preferred
Additional Information :
Fortune Brands believes in fair and equitable pay. A reasonable estimate of the base salary range for this role is $31K $44K. Please note that actual salaries may vary within the range or be above or below the range based on factors including but not limited to education training experience professional achievement business need and location. In addition to base salary employees will participate in either an annual bonus plan based on company and individual performance or a rolebased sales incentive plan.
At Fortune Brands Innovations we support the overall health and wellness of our associates by offering comprehensive competitive benefits that prioritize all aspects of wellbeing and provide flexibility for our teammates unique needs. This includes robust health plans a marketleading 401(k) program with a company contribution product discounts flexible time off benefits inclusive fertility / adoption benefits and more. We offer numerous ERGs (Employee Resource Groups) to support inclusivity and our associates feeling of belonging at work.
Fortune Brands Innovation (FBIN) is built on industryleading brands and innovation within our operating segments: Plumbing Doors and Security. We have an impressive track record of strong financial results market outperformance and growth which translates into career and professional growth opportunities for associates. Please visit our website at fbin to learn more.
Equal Employment Opportunity
FBIN is an equal opportunity employer. FBIN evaluates qualified applicants without regard to race color religion sex gender identity or expression national origin ancestry age disability/handicap status marital status protected veteran status sexual orientation genetic history or information or any other legally protected characteristic.
Reasonable Accommodations
FBIN is committed to working with and providing reasonable accommodations to individuals with disabilities. If because of a medical condition or disability you need a reasonable accommodation for any part of the application or interview process please contact us at and let us know the nature of your request along with your contact information.
Remote Work :
Yes
Employment Type :
Fulltime
Employment Type
Remote
